Job Description

Responsibilities . Relevant BPM Quality management experience . Proven experience in managing overall Quality Interventions. Added advantage if certified on ITIL methodology . Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team . Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes . Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt . Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams . Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges. . Experience in modernization and digitization initiatives to enhance adoption of digital tools . Ability to project manage complex change initiatives by partnering with clients and drive design enhancements . Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc. . Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis . Strong communication skills and ability to represent Quality as part of Senior Leadership reviews and potential client visits . Ability to lead large Quality teams and constantly collaborate with external/internal and Global Quality teams to for successful execution of deliverables. Preferred Skills: Quality- Quality Consulting

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